Amazon reversed reimbursement after 9 months
Hi everyone,
I’d like to share our situation with Amazon, which honestly feels absurd, and maybe someone here has faced something similar.
In August 2024 we shipped a pallet of 40 units (ASIN: B0D87JRLHX, worth €8,388 in sales value) to an FBA warehouse. On August 8, 2024, we received the signed Proof of Delivery from the carrier, but in Amazon Seller Central the shipment status never changed to “delivered.” We opened several cases, but each time support replied with the same line: “shipment is not yet eligible for reconciliation” and told us to wait.
Eventually, we escalated the issue to managingdirector@amazon.co.uk (Case ID: 10537480062). That helped to move things forward – Amazon requested the carrier documents, which we provided (POD + carrier’s confirmation that the goods were delivered). Amazon admitted the error and reimbursed us a little over half of the sales value. At that point we thought the case was closed.
The real problem started later. On July 25, 2025 - NINE MONTHS after reimbursement - Amazon deducted the exact same amount from ouraccount without any notification. We opened Case ID: 11386807432 to ask why the money was taken back. The response we received was that there were “no records confirming carrier delivery.” We sent the same documents again and requested a review, but Amazon insisted their decision was correct.
What makes this even more frustrating is that nobody in this case is actually answering our questions. Every reply ends with the same phrase: “Please note that any further correspondence regarding this matter may not receive a reply. Thank you for your understanding.” Different people “respond” but they paste the exact same message, sometimes not even changing the greeting or the name in the footer. We tried writing again to managingdirector@amazon.co.uk, but we were redirected back to the same case. Since August 20, nobody has replied at all.
Has anyone here found a way to actually reach someone at Amazon who can properly look into cases like this, instead of just sending template responses? Any advice would be greatly appreciated – at this point we’re stuck, and it feels completely unfair.
@Sarah_Amzn@Spencer_Amazon@Julia_Amazon@Ezra_Amazon
Amazon reversed reimbursement after 9 months
Hi everyone,
I’d like to share our situation with Amazon, which honestly feels absurd, and maybe someone here has faced something similar.
In August 2024 we shipped a pallet of 40 units (ASIN: B0D87JRLHX, worth €8,388 in sales value) to an FBA warehouse. On August 8, 2024, we received the signed Proof of Delivery from the carrier, but in Amazon Seller Central the shipment status never changed to “delivered.” We opened several cases, but each time support replied with the same line: “shipment is not yet eligible for reconciliation” and told us to wait.
Eventually, we escalated the issue to managingdirector@amazon.co.uk (Case ID: 10537480062). That helped to move things forward – Amazon requested the carrier documents, which we provided (POD + carrier’s confirmation that the goods were delivered). Amazon admitted the error and reimbursed us a little over half of the sales value. At that point we thought the case was closed.
The real problem started later. On July 25, 2025 - NINE MONTHS after reimbursement - Amazon deducted the exact same amount from ouraccount without any notification. We opened Case ID: 11386807432 to ask why the money was taken back. The response we received was that there were “no records confirming carrier delivery.” We sent the same documents again and requested a review, but Amazon insisted their decision was correct.
What makes this even more frustrating is that nobody in this case is actually answering our questions. Every reply ends with the same phrase: “Please note that any further correspondence regarding this matter may not receive a reply. Thank you for your understanding.” Different people “respond” but they paste the exact same message, sometimes not even changing the greeting or the name in the footer. We tried writing again to managingdirector@amazon.co.uk, but we were redirected back to the same case. Since August 20, nobody has replied at all.
Has anyone here found a way to actually reach someone at Amazon who can properly look into cases like this, instead of just sending template responses? Any advice would be greatly appreciated – at this point we’re stuck, and it feels completely unfair.
@Sarah_Amzn@Spencer_Amazon@Julia_Amazon@Ezra_Amazon
0 replies
Seller_ZVAz3d5lZuGid
" but Amazon insisted their decision was correct."
That sounds very typical of Amazon - they are always right !! - this is a shocking situation (IMO) when they again took the amount from your account that they had previously reimbursed. Sorry, I have no idea of what more you can do, except ask for urgent escalation of your case.
Roberto_Amazon
Hello! @Seller_3sdvwbJHmiktJ
Thank you for the information. I am sorry you had to deal with this, while I can't make any promises on this, I am currently gathering the details of the situation to determine next steps.
I will reply here once I have an update.
Regards,
Roberto
